Summary
Overview
Work History
Education
Skills
Certification
Languages
Technical Skil
Timeline
Generic
Arvind Maletha

Arvind Maletha

Bengaluru

Summary

Result-driven Service Delivery Manager with experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Metricstream INC
Bengaluru
05.2023 - Current
  • Led the transition and transformation projects for new client onboarding, ensuring smooth service integration.
  • Developed training programs for team members to enhance skills and service delivery capabilities.
  • Managed service delivery expectations.
  • Selected third-party vendor to support IT infrastructure in support of customer with nationwide retail stores.
  • Oversaw daily operations of service delivery team, enhancing productivity and efficiency.
  • Implemented ITIL best practices to streamline processes and improve service delivery efficiency.
  • Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
  • Examined expenditures to develop plans and budgets for increasing profits or improving services.
  • Analyzed customer feedback surveys results to identify opportunities for improvement.
  • Developed operational policies and procedures related to service delivery management.
  • Created reports on service delivery metrics, such as response time, resolution rate.
  • Collaborated with internal teams to develop best practices for service delivery processes.
  • Managed communications between internal teams and external customers regarding product updates or changes in services offered.
  • Conducted stakeholder analysis to identify key influencers, assess their impact on the change process, and develop tailored strategies for each group.
  • Engaged with stakeholders to gather feedback and implement improvements for organizational changes.
  • Monitored product performance against customer specifications and standards, ensuring that all products met the required standards.
  • Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
  • Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
  • Generated periodic reports detailing progress made by teams involved in each initiative under PMO's purview.
  • Identified potential risks associated with projects and developed mitigation strategies accordingly.
  • Conducted risk management activities such as identification, quantification, response planning and monitoring of risks.

Agile Project Manager/ Transformation & Transition

TATA Consultancy Services LTD
Gandhinagar
05.2016 - 05.2023
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked effectively in team environments to make the workplace more productive.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted meetings with stakeholders to define project requirements, scope, timeline and budget.
  • Researched best practices in project transitions and recommended changes in policies and procedures based on findings.
  • Coordinated with internal teams for the successful execution of the transition plan.
  • Gathered feedback from stakeholders after completion of transition activities to assess effectiveness and identify gaps for further improvement.
  • Analyzed existing processes, identified areas of improvement, and proposed solutions to improve operational efficiency during the transition phase.
  • Monitored progress of transition activities, identified risks, and escalated issues as needed.
  • Facilitated workshops with cross-functional teams to define scope of projects and develop implementation plans.
  • Documented lessons learned from previous transformation initiatives for use in future projects.
  • Created project charters, work breakdown structures, timelines, budget estimates, resource plans, risk management plans, quality assurance plans, and other project documents.
  • Identified opportunities for process optimization through data analysis techniques such as root cause analysis or gap analysis.
  • Evaluated results from transformation projects to determine their impact on overall business objectives.
  • Managed effective resource allocation to adhere to service level agreements and minimize company costs.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Resolved conflicts between team members in a timely manner.
  • Ensured compliance with company policies and regulations.
  • Led a diverse team of 60+ members, fostering a collaborative and high-performance culture.
  • Generated periodic reports detailing progress made by teams involved in each initiative under PMO's purview.
  • Maintained a repository of all documents related to projects and programs such as financial records, technical specifications.
  • Prepared presentations summarizing progress against key milestones throughout the life cycle of a project and program.
  • Developed and maintained project plans, schedules, budgets, resource plans and status reports.
  • Led change management initiatives by educating team members on new processes or technologies being implemented in the organization.

Team Leader/Scrum Master

TATA Consultancy Services LTD
Gurgaon
01.2013 - 04.2016
  • Conducted regular performance reviews to assess individual team member progress.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Delegated daily tasks to team members to optimize group productivity.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
  • Monitored team workload to prevent burnout and ensure equitable task distribution.
  • Led a team of 36 individuals in achieving quarterly sales targets, exceeding goals.
  • Allocated resources effectively to ensure project completion within deadlines and budget.
  • Facilitated Scrum ceremonies, such as Sprint Planning, Daily Stand-Ups, Retrospectives and Reviews.
  • Conducted demos of completed work at the end of each sprint cycle.
  • Maintained product backlogs, ensuring that items are well defined and prioritized based on business value.
  • Organized meetings between stakeholders from different departments to discuss potential solutions or strategies.
  • Delegated tasks to each team member, regularly assessing workloads to complete tasks on time and within project parameters.

Analyst/Senior Analyst

TATA Consultancy Services LTD
Mumbai
05.2010 - 12.2015
  • Identified opportunities for process improvements across the organization.
  • Maintained accurate records of all data collected during analysis processes.
  • Collaborated with cross-functional teams on projects related to analytics initiatives.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Implemented strategies to take advantage of new opportunities.
  • Assessed company operations for compliance with safety standards.
  • Maintained positive working relationship with fellow staff and management.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Analyzed key performance indicators to identify effective strategies.

Associate Manager

ICICI Pru Life
Mumbai
05.2008 - 03.2010
  • Collaborated with marketing team to create promotional materials for target customers.
  • Identified and developed new markets for products or services.
  • Executed strategic sales plans to expand customer base and revenue.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Delivered sales presentations focused on offerings and unique advantages over competitors.

Education

M.COM Accounting And Finance

Vivekanand Education Society
Mumbai
05-2011

MBA - Banking And Finance

PIMSR
Navi Mumbai
03-2008

B.COM

H.N.B Garhwal University
Sirnagar Garhwal
04-2006

Skills

  • Operations Support
  • Client Relationship Management
  • Solutions Development
  • Customer Engagement
  • Project Implementation
  • Technical acumen
  • Stakeholder Management
  • Lean Six Sigma
  • Digital Transformation
  • Revenue Forecasting
  • Process Improvement
  • Analytical Thinking
  • Requirements Gathering
  • Change request tracking
  • Budget Control
  • Total Quality Management
  • Issue Resolution
  • Internal Auditing
  • Time Management
  • Sprint Planning
  • Meeting facilitation
  • Project Risk Management
  • Backlog Prioritization
  • Scrum Framework Expertise
  • Agile Best Practices
  • Software Development

Certification

  • Certified PMP, PMI.org, 2023
  • Green Belt Certification, Tata Consultancy Service
  • Contextual Master ( CM)
  • Integrated quality management system (IQMS)
  • Root Cause Analysis (RCA)
  • Failure mode & Effect analysis (FMEA)
  • Kaizen for process
  • Structure Problem solving (SPS)

Languages

Hindi
First Language
English
Intermediate (B1)
B1

Technical Skil

  • Scrum and Agile
  • Jira and Confluence
  • Python
  • Salesforce
  • Oracle Suite

Timeline

Service Delivery Manager

Metricstream INC
05.2023 - Current

Agile Project Manager/ Transformation & Transition

TATA Consultancy Services LTD
05.2016 - 05.2023

Team Leader/Scrum Master

TATA Consultancy Services LTD
01.2013 - 04.2016

Analyst/Senior Analyst

TATA Consultancy Services LTD
05.2010 - 12.2015

Associate Manager

ICICI Pru Life
05.2008 - 03.2010

M.COM Accounting And Finance

Vivekanand Education Society

MBA - Banking And Finance

PIMSR

B.COM

H.N.B Garhwal University

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